Is your business ready for personal agents?
Notes de l’épisode
What happens to your contact centre when customers have AI agents that can make calls for them?At CCW Europe in Amsterdam, I spoke with Nikola Mrksic, CEO of PolyAI, about personal agents, agent-to-agent communication and the possibility that easier access to automation could create more demand.We discuss authentication, customer context, voice versus text or APIs, and the practical work needed to make these interactions useful.Nikola also explains PolyAI’s approach to self-improving agents through Wren: helping business teams build and change agents, reviewing conversations to propose improvements, and adding greater autonomy as the business context and testing become sufficiently developed.For CX and contact centre leaders, this is a conversation about both the incoming customer channel and the operating model needed to keep improving AI after launch.The discussion includes Nikola’s observations, examples and predictions at the time of recording. His comments on demand growth and future leadership roles are his perspective. References to beta features and future releases reflect their status at the interview.
Show notes
CCW Europe: https://europe.customercontactweekdigital.com/events-ccweurope
Follow Kane on LinkedIn: https://linkedin.com/in/kanesimms
Find out more about VUX: https://vux.ai